TEST BANK FOR BUSINESS COMMUNICATION 1ST CANADIAN EDITION BY SHWOM A) posting updates on Facebook to keep in touch with geographically distant friends and family B) emailing your employer to confirm scheduling issues C) speaking to your mother on the phone D) gesturing across the table to a friend to get him to stop telling the story he has begun E) reciting a list of dates to memorize them for an upcoming exam Answer: E Explanation: E) All of the other choices are examples of the complex process of communication: planning, creating, delivering, and interpreting messages This choice is simply a means to learn and retain information Diff: Type: MC Page Ref: AASCB: Written and oral communication 2) The communication skills you already possess in the workplace A) will likely hamper your attempts to communicate B) are inapplicable to communication C) are most likely sufficient to meet the challenges of communication D) will be valuable to you for communicating E) must all be unlearned if you want to successfully communicate Answer: D Explanation: D) The communication skills you have already developed will be valuable to you in the workplace, where communication is considered to be the most important of all abilities you can possess However, your current skills may not be sufficient to meet many challenges of communicating in the workplace Diff: Type: MC Page Ref: AASCB: Reflective thinking 3) Which of the following is NOT an example of communication? A) texting a colleague that you will be a few minutes late for your meeting B) tweeting that you are headed to a concert in the park C) updating your page on a social networking site D) listening to classic tunes on an MP3 player E) whispering to a friend that her comments may be perceived as rude Answer: D Explanation: D) All of the other choices are examples of the complex process of communication: planning, creating, delivering, and interpreting messages In this choice you are using an electronic device to listen to music, but are not seeking to share information with others Diff: Type: MC Page Ref: AASCB: Reflective thinking Copyright © 2017 Pearson Canada Inc 4) Which of the following workplace activities is NOT one in which your communication skills will be utilized? A) calculating whether sales are up this quarter using the latest figures B) explaining why sales were down last quarter C) persuading your colleagues that your idea will likely lead to increased sales D) ensuring that your department understands that increasing sales is the top priority E) discussing your employee's poor sales figures without making her feel defensive Answer: A Explanation: A) All of the other choices represent situations in which you will need to use your communication skills Computing sales figures from data is not an example of communication Diff: Type: MC Page Ref: AASCB: Written and oral communication 5) In a survey report for the Canadian Council of Chief Executives (CCCE), what skills were given the highest priority for needs? A) technological literacy B) creative thinking C) people skills/relationship building D) communication skills E) industry-specific knowledge Answer: C Explanation: C) While communication skills were considered the second-most important skill requirement, the ability to interact with people and build relationships was first Diff: Type: MC Page Ref: AASCB: Interpersonal relations and teamwork 6) In a survey of over 900 employers by the Canadian Association of Career Educators and Employers, which skills were ranked the top two out of 20 skill sets? A) leadership skills and communication skills B) flexibility and entrepreneurial skills C) communication skills and teamwork skills D) teamwork skills and strategic planning skills E) strong work ethic and initiative Answer: C Explanation: C) These were the top ranked skills sets Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc Ryan, a recent college graduate, possess exemplary written and oral communication skills He always received top marks on the papers he wrote as part of his course work and was a successful member of the school debate team 7) As he begins his job search, Ryan can expect that A) his effectiveness as a communicator will give him a competitive advantage B) he will not stand out from the pack, as most post-secondary graduates possess similar communication skills C) employers will not be unduly impressed by these skills, as most people in the workplace have mastered them D) this ability might hinder his chances as a job candidate E) his speaking skills will be a plus for him, but writing skills are taken for granted in the workplace Answer: A Explanation: A) Ironically, although communication skills are important, few people in the workplace have mastered them A 2015 survey of British Columbian employers, for instance, found a high level of concern with regard to finding employees with communication skills Diff: Type: MC Page Ref: AASCB: Written and oral communication 8) In terms of his career, Ryan's communication skills A) won't help him find a job but will help him keep it B) will give him prestige in his job but won't make any difference in his salary potential C) will be perceived as valuable by his employers but cannot translate into monetary savings for his company D) may give him an opportunity to produce documents that save money or generate income for his firm E) may have a positive impact on his professional life but a negative impact on his personal life Answer: D Explanation: D) Even a small change in communication can have a large return on investment for an organization, enabling it to save money or generate income A skilled communicator can also improve a company's public image and employee satisfaction, can earn up to three times as much as a poor communicator, and can apply their communication skills their personal life as well Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 9) Research confirms that communication can help your career and your employer in all of the following ways EXCEPT which of the following? A) Communication skills will help you find a job B) Communication skills will make employers overlook that you don't have the necessary qualifications for a job C) Communication skills will make you a more valuable employee D) Communication skills can improve your salary E) Communication skills can have a positive impact on your life outside of work Answer: B Explanation: B) Because communication is a valued commodity in the workplace, it can enhance your professional and personal success Research confirms that it will help your career and your employer in all of the ways described in the other choices Diff: Type: MC Page Ref: 6-7 AASCB: Written and oral communication Kaylin just graduated from college in June For the last three years she successfully ran a small business at her school Her business arranged for the delivery of personalized birthday cakes and other gifts to students in her school Since many of these students were from out of the province or even out of the country, this service provided a way for their family and friends back home to celebrate special occasions Kaylin used social media like Facebook and Twitter to remind potential customers of upcoming birthdays and other gift-giving occasions such as holidays or campus events (care packages for mid-term exams, picnic packs to celebrate the arrival of spring after a snowy winter, etc.) 10) Prospective employers are likely to A) admire Kaylin's initiative but see little application to a "real job" B) think Kaylin should have focused on her studies while at school instead of on a side venture C) expect that Kaylin, as a successful entrepreneur, will have experience with many types of business communication D) place little value on a hobby that did not lead to many valuable skills E) impress upon Kaylin that real business communication will be very different from what she engaged in as an entrepreneur Answer: C Explanation: C) If you run your own small business as an entrepreneur, your communication abilities will be especially critical since most of the communication responsibilities will fall squarely on your shoulders Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 11) How might companies view Kaylin's experience with social media? A) While Facebook is a good way to keep in touch with family and friends, it does not have significance in the workplace B) Effective use of social media like Twitter can build a company's brand and extend its marketing reach C) Communication through social media is an inappropriate way for companies to try to market themselves D) Effective communication through a blog may build a company's brand at the expense of its employees' satisfaction E) Such use of social media is very difficult to duplicate and would not be likely to benefit the company that Kaylin works for Answer: B Explanation: B) Expertise with social media can also benefit an employer Companies are finding that effective communication through social media (like blogs, Facebook, and Twitter) is improving employee satisfaction and building their brands while expanding their marketing reach Diff: Type: MC Page Ref: AASCB: Written and oral communication 12) Good business communication skills A) can have a positive impact on your life outside of work B) will help advance your career but will hinder your personal relationships C) are inapplicable to your personal life D) will improve personal relationships, although they offer no financial benefits in your life outside of work E) are not worth the investment of time and energy necessary to acquire them Answer: A Explanation: A) If you learn good business communication skills, you can apply them in your personal life to improve your relationships You may also be able to use them to negotiate a better deal on a car, persuade your cell phone provider to give you a refund, or write an effective application letter for graduate school Diff: Type: MC Page Ref: AASCB: Interpersonal relations and teamwork Copyright © 2017 Pearson Canada Inc 13) Good business communication skills can have a positive impact on your life outside of work through all of the following applications EXCEPT A) negotiating a better deal on a car B) convincing your landlord to refund your security deposit C) persuading a merchant to give you a refund D) calculating your monthly expenses E) writing an effective application essay for graduate school Answer: D Explanation: D) All of the other choices involve developing, creating, delivering, and interpreting verbal and nonverbal messages Computing your monthly expenses involves numbers and calculations, not conversation and persuasion Diff: Type: MC Page Ref: AASCB: Interpersonal relations and teamwork 14) Which of the following is NOT a form of social media? A) Facebook B) company newsletter C) Twitter D) MySpace E) blog Answer: B Explanation: B) Social media are web-based applications designed to promote social interaction All of the other choices are examples of social media Diff: Type: MC Page Ref: AASCB: Interpersonal relations and teamwork 15) Why is it that many students NOT acquire sufficient communication skills as they pass through school? A) Business communication is complex, even for dedicated students B) Most schools don't offer any business communication courses C) Business communication is an innate skill that cannot be taught D) You're either a good communicator or you're not E) Since many students perceive it to be such a difficult course, they are discouraged from taking it Answer: A Explanation: A) Some students not take business communication courses, while others but not devote enough time to understanding what communication involves because they think it is an "easy" course However, even for a dedicated student communicating well in a business context is complex Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 16) Which of the following is an example of unsuccessful communication? A) ordering an item online and deciding after it arrives that you don't like it B) asking a friend for advice and then trying to apply it to your problem C) getting instructions on how to put something together and then assembling the item D) making an urgent request on a colleague's voice mail and getting no reply for a week E) writing a letter to a manufacturer complaining about a recent purchase and receiving a discount on a future purchase Answer: D Explanation: D) In this example your urgent request goes unanswered Your colleague may have misunderstood your request or your message may have been unclear There might even have been a technical problem with the recording or playing of the message Diff: Type: MC Page Ref: AASCB: Written and oral communication 17) Which of the following statements best expresses the goal of communication? A) The goal of communication is for a receiver to decode a message B) The goal of communication is for a sender to transmit a message C) The goal of communication is to develop shared meaning by communicating in a dynamic loop D) The goal of communication is to select the appropriate channel for sending an encoded message E) The goal of communication is to maximize the potential for feedback Answer: C Explanation: C) The goal of communication is not just for a sender to transmit a message to a receiver, but for a sender and receiver to develop shared meaning by communicating in a dynamic loop, sending messages back and forth Diff: Type: MC Page Ref: AASCB: Written and oral communication 18) Which of the following is an example of encoding a message? A) deciding how to phrase a request to your boss for clarification on your new assignment B) deciding that text messaging is an inappropriate medium for communicating with your professor C) deciding to purchase a new smartphone so that you can check and send email while you are on the go D) deciding to toss out an advertisement that was mailed to you E) deciding to read an email sent by a friend Answer: A Explanation: A) Communication begins when the sender has something to "say" to a receiver To communicate this thought, the sender must encode the message—put it into words, images, or actions Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 19) Deciding that an email is the best way to request information from a colleague for the proposal you are writing is an example of which step of the communication process? A) sender encodes a message B) sender selects a medium C) receiver decodes the message D) receiver encodes feedback E) sender and receiver close the communication loop Answer: B Explanation: B) The sender transmits a message to the receiver through a medium (a channel used to transmit the message), such as a face-to-face conversation, a phone conversation, a letter, or an email message Diff: Type: MC Page Ref: AASCB: Written and oral communication 20) When you your message to the receiver, you also need to A) encode; decode B) encode; choose your medium C) decode; choose your medium D) decode; prepare feedback E) encode; close the dynamic loop Answer: B Explanation: B) To communicate your idea to the receiver, you must encode the message; that is, put it into words, images, or actions While you this, you also need to choose your medium (e.g., a phone conversation, an email, etc.) Diff: Type: MC Page Ref: AASCB: Written and oral communication 21) The medium you choose to transmit your message A) makes no difference in how your message will be received B) will always be determined by your company's policy C) depends solely upon which method you are most comfortable with D) should take into account how the receiver will best process the information E) should be selected after the receiver decodes your message Answer: D Explanation: D) The medium you choose should depend on which one best supports the purpose of your message, as well as how the receiver will best process that information The medium is chosen while you encode your message to the receiver, not after Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 22) The receiver decodes a message by A) putting it into words, images, or actions B) selecting a channel through which to transmit it C) interpreting its words or actions and attaching meaning to them D) deciding which form of verbal or nonverbal response should be sent E) closing the dynamic loop Answer: C Explanation: C) This meaning is filtered by the receiver's knowledge, experience, and context Diff: Type: MC Page Ref: AASCB: Written and oral communication 23) The process of a message involves interpreting its words and actions and attaching meaning to them A) encoding B) decoding C) encrypting D) channeling E) blocking Answer: B Explanation: B) The meaning that a receiver attaches to a message that she decodes is affected by her knowledge, experience, and context Diff: Type: MC Page Ref: AASCB: Written and oral communication 24) When a message is decoded, the meaning that is attached to it is filtered by which of the following? A) the transmittal medium B) the sender's experience C) the receiver's knowledge D) the feedback response E) the dynamic loop Answer: C Explanation: C) The receiver decodes the message by interpreting the words and actions of a message and attaching meaning to them This meaning is filtered by the receiver's knowledge, experience, and context Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc You email a fellow student requesting help on a class project and he sends a terse reply stating that he does not believe in cheating 25) Your classmate A) doesn't understand how to use email appropriately B) may have had a bad experience in the past that caused him to misinterpret your request C) should have used another communication medium to signal a negative response D) is correct that a request for help must imply cheating E) should have ignored your email request Answer: B Explanation: B) The meaning that a receiver attaches to a message is filtered by his knowledge, experience, and context Since he read "help" and thought "cheat," he may have been asked in the past for help and found out that the classmate wanted to copy his work or have it done for him Diff: Type: MC Page Ref: AASCB: Written and oral communication 26) This miscommunication might have been avoided if A) you had been more specific about the type of help you wanted from your classmate B) your classmate had angrily deleted your email instead of replying to you C) you had used the same wording but sent your request as a letter instead of an email D) you had been more vague in your message about what you wanted E) your classmate went directly to your professor with his suspicions Answer: A Explanation: A) The meaning that a receiver attaches to a message is filtered by his knowledge, experience, and context Since he interpreted "help" to mean "cheat," he may have had a bad experience in the past involving cheating Avoiding ambiguity and specifying the help you wanted might have helped him understand that cheating is not what you intended Diff: Type: MC Page Ref: AASCB: Written and oral communication 27) A(n) is any obstacle that gets in the way of effective communication A) encoding B) decoder C) context D) barrier E) channel Answer: D Explanation: D) There are many barriers that can obstruct effective communication, for example a sender's ambiguity or a receiver's lack of knowledge Diff: Type: MC Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 54) Melinda is talking to her supervisor, suggesting they implement a new process for their department While Melinda is speaking, her boss is fidgeting in his seat and glances at his watch several times When Melinda asks what he thinks he stands up and walks out the door saying, "Sure, sure It sounds fine Let's talk later." As an active listener Melinda A) will interpret this as an unequivocal acceptance of her suggestion B) knows that they will have to work out the details but her suggestion is definitely approved C) will perceive that her boss was in a hurry and that they will likely need to revisit this discussion D) knows that he was anxious to leave the room because he disliked her idea so much E) understands by his nonverbal cues that he has rejected her idea, though in a way that spares her feelings Answer: C Explanation: C) An active listener will perceive emotional cues and body language, even when they are at odds with the words being spoken Her boss clearly seems anxious to leave the conversation While this doesn't necessarily indicate that he dislikes her idea and won't consider it, it seems to suggest that he might not have been focusing his full attention on it Diff: Type: MC Page Ref: 14 AASCB: Written and oral communication 55) Which of the following behaviours most likely indicates that the listener disagrees with the idea she is hearing? A) twirling her hair around her finger B) staring off into space C) jotting down notes on a pad D) rolling her eyes E) drumming her fingers on the table Answer: D Explanation: D) Rolling one's eyes is a gesture that indicates dislike or annoyance at what is being said Most of the other behaviours indicate boredom or a lack of interest Jotting down notes on a pad could indicate interest in the idea, but this could be in favour or against The notes might even be about an entirely different subject, which would again demonstrate a lack of interest in the idea Diff: Type: MC Page Ref: 14 AASCB: Written and oral communication 56) An active listener does all of the following EXCEPT A) work to interpret meaning to understand what a person is saying B) work to interpret meaning to understand why a person is saying what he or she says C) filter out emotional cues D) perceive body language E) think about what is not being said Answer: C Explanation: C) An active listener engages in the behaviours described in all the other choices Additionally, an active listener will perceive emotional cues Diff: Type: MC Page Ref: 14 AASCB: Written and oral communication 57) is the process of influencing your audience to agree with your point of view, Copyright © 2017 Pearson Canada Inc recommendation, or request A) Coercion B) Persuasion C) Active listening D) Encoding E) Channeling Answer: B Explanation: B) When you want to influence people's thoughts or actions, your message needs to be persuasive Diff: Type: MC Page Ref: 12-13 AASCB: Written and oral communication 58) Which of the following statements about professionalism is NOT true? A) Professionalism refers to the qualities that make you appear businesslike in the workplace B) Professionalism is limited to projecting a professional image C) Professionalism involves living up to the standards of your profession D) Professionalism is expressed by your actions and attire E) Professionalism is expressed by your attention to correct grammar and proofreading in all of your messages Answer: B Explanation: B) Professionalism does go beyond projecting a professional image It also involves living up to the standards of your profession, including ethical standards Diff: Type: MC Page Ref: 12-14 AASCB: Interpersonal relations and teamwork 59) Just as you're about to shut down your computer for the day, you remember that you need to send an update to your boss You dash off a quick email and press send without spell checking or proofing it Doing so A) is fine since this is not a formal report B) is the right approach, since email does not require proofreading C) is a poor idea, since you need to proofread and use correct grammar in all of your messages D) is unprofessional, since doing so means failing to counter unstated objections E) is unethical and may get you fired Answer: C Explanation: C) Failing to proofread and pay proper attention to grammar in an email to your boss may result in mistakes and typos that will project an unprofessional image Your attention to these details, especially when communicating to a superior or a client, is very important Diff: Type: MC Page Ref: 13 AASCB: Interpersonal relations and teamwork Copyright © 2017 Pearson Canada Inc 60) Which of the following behaviours best expresses professionalism? A) slouching in your chair during an interview B) wearing frayed pants to a company luncheon C) texting a thank-you message to an interviewer using acronyms and emoticons D) typing up an email to your boss on the fly, paying no attention to tone or grammar E) leaving early enough for a meeting so that, despite a traffic jam, you arrive a few minutes early Answer: E Explanation: E) Professionalism is expressed by your actions, attire, wording of messages, body language during meetings, tone of voice, and attention to grammar in all of your messages By allowing enough time to ensure arriving at your meeting on time, you express professionalism and a respect for the other people's time Diff: Type: MC Page Ref: 13 AASCB: Interpersonal relations and teamwork 61) Your audience will understand language faster than language A) clear; concise B) complicated; wordy C) clear and concise; wordy and complicated D) wordy and complicated; clear and concise E) complicated and concise; wordy and clear Answer: C Explanation: C) In business, people value clarity and conciseness because time is a scarce resource Diff: Type: MC Page Ref: 15 AASCB: Written and oral communication 62) refers to the principles you use to guide decision making, leading you to the right thing A) Adaptability B) Ethics C) Feedback D) Context E) Social media Answer: B Explanation: B) As a professional, you are likely to face a number of ethical dilemmas that are difficult to resolve Doing the right thing is not always obvious, and making the wrong decision may put your career, colleagues, customers, or company at risk Diff: Type: MC Page Ref: 15 AASCB: Ethical understanding and reasoning Copyright © 2017 Pearson Canada Inc 63) Which of the following statements about technology is NOT true? A) Technology reduces the distance between communicators B) Technology allows an immediate exchange of information across distance and time zones C) Technology changes very rapidly D) Technology is not prey to pitfalls so it eliminates the risk of failed communication E) Technology allows people to share documents instantaneously Answer: D Explanation: D) Technology traps abound and effective communicators know how to avoid them They include losing specialized fonts when moving a document to another computer, having photos turn up as boxes with red Xs, having colours change in a presentation in Power Point, and losing formatting in emails Diff: Type: MC Page Ref: 18 AASCB: Information technology 64) A good communicator A) must know all technologies B) knows that all technology choices can be used interchangeably C) understands that social media are inappropriate for business communication D) thinks about the implications of technology options and uses technology wisely E) avoids trendy new technology choices in favour of tried-and-true methods like phone calls, memos, and face-to-face meetings Answer: D Explanation: D) As a good communicator, you don't need to know all technologies but you need to think about the implications of technology choices and use your options wisely Diff: Type: MC Page Ref: 17-19 AASCB: Information technology 65) You are collaborating on a report with a coworker and want to share the latest version of your document Which of the following statements is TRUE? A) Emailing the document will make sure that your coworker receives it B) Uploading the document to the company intranet will deliver it to your coworker's mailbox C) A wiki does not allow users to track the history of changes D) Using a team wiki will allow both of you to constantly update the document to a shared space E) The most efficient method would be to call your coworker on the phone and describe the changes you have made Answer: D Explanation: D) A wiki is a collaborative web application that is accessible by multiple users, so it would be useful in this case It allows for tracking the history of changes as well Sharing the actual document in a collaborative workspace would be more efficient than the other options Diff: Type: MC Page Ref: 18 AASCB: Information technology Copyright © 2017 Pearson Canada Inc 66) Miles is writing an email to the project team working on a big presentation Knowing that some of his audience are not native English speakers, which of the following would be the best way for him to complete the statement below? So let's our best to for the presentation A) have all our ducks in a row B) dot our i's and cross our t's C) be well-organized and prepared D) make sure we're on the same page E) be on the ball Answer: C Explanation: C) If you know that your audience contains non-native English speakers, it is a good idea to steer clear of idiomatic expressions (like those in the other choices) in favour of clear, plain language Diff: Type: MC Page Ref: 20 AASCB: Interpersonal relations and teamwork 67) refers to the learned and shared patterns in a society A) Context B) Ethics C) Collaboration D) Professionalism E) Culture Answer: E Explanation: E) People demonstrate their culture through values, ideas, attitudes, and their approach to communication Diff: Type: MC Page Ref: 19 AASCB: Diverse and multicultural work environments 68) In the context of doing business with people of other cultures, effective communicators A) memorize a list of cultural difference between countries B) are ready to adapt to different cultural needs C) ignore cultural differences and treat everyone equally D) treat others as they would like to be treated E) follow exclusively the communication conventions of their own culture Answer: B Explanation: B) While it would be nearly impossible to memorize a list of cultural differences between countries, effective communicators approach their tasks with an open mind and are ready to adapt to different cultural needs Diff: Type: MC Page Ref: 19 AASCB: Diverse and multicultural work environments Copyright © 2017 Pearson Canada Inc 69) Cultural sensitivity A) refers only to international communication B) deals exclusively with people who are non-native English speakers C) does not refer to cultural differences among people of different ages D) may include cultural differences between people of different genders E) is impossible given the diversity in the world today Answer: D Explanation: D) People who differ in age and gender may also be separated by cultural differences Diff: Type: MC Page Ref: 19 AASCB: Diverse and multicultural work environments 70) is defined as the process of working together to achieve a common goal A) Professionalism B) Collaboration C) Persuasion D) Active listening E) Communication Answer: B Explanation: B) This is crucial in the workplace since so many projects are team-based Diff: Type: MC Page Ref: 20 AASCB: Interpersonal relations and teamwork 71) In the workplace, communication is considered to be among the most important abilities you can possess Answer: TRUE Explanation: The communication skills you have already developed will be valuable to you in the workplace, where communication is considered to be the most important of all abilities you can possess Diff: Type: TF Page Ref: AASCB: Reflective thinking 72) Although communication skills are valued by employers, they are rarely mentioned explicitly in job postings Answer: FALSE Explanation: A study of online job ads found that 63 percent of them mentioned communication skills Diff: Type: TF Page Ref: AASCB: Reflective thinking 73) Since communication skills like speaking and writing are so important, most people in the workplace have mastered them Answer: FALSE Explanation: Ironically, despite the importance of communication skills, few people in the workplace have mastered them Diff: Type: TF Page Ref: AASCB: Reflective thinking 74) Gesturing to some friends across the room to wait for you is not an example of Copyright © 2017 Pearson Canada Inc communication, since no written or spoken language is involved Answer: FALSE Explanation: Communication may be verbal or nonverbal Diff: Type: TF Page Ref: AASCB: Written and oral communication 75) The Conference Board of Canada notes a high level of concern amongst employers about finding employees with adequate communication skills Answer: TRUE Explanation: These concerns were noted in surveys in both British Columbia and Ontario Diff: Type: TF Page Ref: AASCB: Reflective thinking 76) Research has shown companies that communicate effectively financially outperform companies that communicate less effectively Answer: TRUE Explanation: Consulting firm Towers Watson found this in a 2011 study Diff: Type: TF Page Ref: AASCB: Reflective thinking 77) Even basic communication is complex Answer: TRUE Explanation: Even the simplest forms of communication can go wrong For example, you might order food at a restaurant and be served the wrong meal Diff: Type: TF Page Ref: AASCB: Written and oral communication 78) Most students acquire sufficient communication skills as they go through school Answer: FALSE Explanation: Most students not Some not take business communication courses, while others who fail to devote enough time to their studies, thinking it is an "easy" course Diff: Type: TF Page Ref: AASCB: Reflective thinking 79) One of the goals of communication is to avoid participating in a dynamic loop Answer: FALSE Explanation: The goal of communication is actually to develop shared meaning by communicating in a dynamic loop, sending and receiving messages back and forth Diff: Type: TF Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 80) Deciding that you should have a face-to-face conversation with your boss to receive clarification on an assignment is an example of the sender selecting a communication medium Answer: TRUE Explanation: The sender transmits a message to the receiver through a medium—a channel used to transmit the message This medium could be a letter, an email, a face-to-face conversation, etc Diff: Type: TF Page Ref: AASCB: Written and oral communication 81) Deciding how best to phrase a request to a coworker for the information that you need to create a proposal is an example of decoding a message Answer: FALSE Explanation: When you communicate a request by putting it into words, images, or actions, you are encoding a message When you interpret the words and actions of a message and attach meaning to them, you are decoding a message Diff: Type: TF Page Ref: AASCB: Written and oral communication 82) After receiving an email from your boss asking if you are free to help with a project on Saturday, you reply with an email asking how long it will take and what you will be required to This is an example of feedback Answer: TRUE Explanation: Feedback is any form of verbal or nonverbal response to a message sent from the recipient to the original sender It may be a quick response to the request, a request for clarification, or the addition of new ideas to think about Diff: Type: TF Page Ref: AASCB: Written and oral communication 83) Barriers to communication can occur at any point in the communication process Answer: TRUE Explanation: Obstacles to communication can occur at any point in the communication process Diff: Type: TF Page Ref: AASCB: Written and oral communication 84) A mixed message occurs when the sender transmits a message in a language that is not spoken or understood by the receiver Answer: FALSE Explanation: When the sender and receiver not use a shared language, this is called a language barrier A mixed message arises from a conflict between verbal and nonverbal communication Diff: Type: TF Page Ref: AASCB: Written and oral communication Copyright © 2017 Pearson Canada Inc 85) The transactional model of communication is comprehensive and captures all the complexities of the communication process in a dynamic business environment Answer: FALSE Explanation: The transactional model is too limited to capture all the complexities of communication It depicts communication as happening between two people, however it typically occurs among multiple people with different contexts, backgrounds, agendas, etc Diff: Type: TF Page Ref: AASCB: Written and oral communication 86) A communication strategy is a plan for what and how to communicate to ensure that your message achieves its purpose Answer: TRUE Explanation: The best communicators always have a communication strategy to make sure their messages are purposeful, audience-oriented, and, in many cases, persuasive Diff: Type: TF Page Ref: AASCB: Written and oral communication 87) Communication is all about self-expression Answer: FALSE Explanation: Good business communicators understand that their messages must reach and influence their audience Being able to reach an audience means first being a good reader and listener so that you can understand audience concerns Diff: Type: TF Page Ref: 10 AASCB: Reflective thinking 88) Research suggest that people in the workplace spend much less of their communication time listening than they speaking, reading, or writing Answer: FALSE Explanation: Research suggests more time is spent listening than on the other aspects of communication Being a good listener is arguably even more important than being a good reader Diff: Type: TF Page Ref: 10 AASCB: Reflective thinking 89) Active listening is an innate skill Answer: FALSE Explanation: Active listening is a learned skill that requires you to focus on the speaker, make sense of the information presented, and, when possible, provide feedback about the information to ensure you understand it correctly Diff: Type: TF Page Ref: 14 AASCB: Reflective thinking 90) As a good communicator, you need to know all technologies Answer: FALSE Explanation: You don't need to know all technologies, but you need to think about the implications of technology choices and use your options wisely Diff: Type: TF Page Ref: 16 AASCB: Reflective thinking Copyright © 2017 Pearson Canada Inc 91) Given that communication skills are so important to success in the workplace and are highly desired by employers, why you think that so many university and even graduate school graduates are lacking in these skills? Answer: Since communication is something we all do, everyday, people might think that they already possess sufficient communication skills and not think of it as an area in which they need to improve If someone needs to learn a skill that they don't possess at all, they are likely to see it as something difficult and worthy of learning But since most people already know how to make a phone call, write a letter, or send an email, they don't necessarily appreciate the nuances involved in adapting their communication skills to the workplace They also might not realize how important it is to communicate correctly the first time with a minimum of confusion and antagonism Also, it can be hard to quantify communication skills, so students are not able to evaluate their proficiency in this area Diff: Type: ES Page Ref: 4-6 AASCB: Reflective thinking 92) Padma, an avid home cook, has no culinary training or experience in professional kitchens After dining at her house one evening, her friend Tom is so impressed by her cooking that he gives Padma the opportunity to work in the restaurant he manages Describe some of the communication challenges that Padma may face as she works in a professional kitchen for the first time Answer: As someone without formal training or restaurant experience, Padma may not be familiar with the jargon used in this environment Phrases like "2-top," "plating," and "refire" mean specific things in this setting that Padma may not be aware of, and she may misunderstand or need to ask for clarification of these terms Depending on the cuisine at the restaurant, language may also be an issue For example, if it is an Italian restaurant with Italian employees, Padma may run into a problem if she doesn't speak Italian as well Both of these are examples of language barriers, which arise from senders and receivers not using a shared language Psychological barriers may also present a problem If other employees resent Padma for getting her job through a friend, without the usual training and education, their emotions may act as a barrier to effective communication Physiological barriers could be present as well Kitchens can be loud, hectic places with lots of noise generated by the kitchen appliances and equipment This is especially true for someone unused to such an environment, and could lead to a headache and/or make hearing difficult, both of which could interfere with even the simplest communication Diff: Type: ES Page Ref: 7-8 AASCB: Reflective thinking Copyright © 2017 Pearson Canada Inc 93) Discuss why selection of the communication medium is so important Answer: There are many different channels through which to communicate: letter, email, phone conversation, voice mail, face-to-face meeting, social media, etc When you choose your channel, you should pick the one that best supports the purpose of your message Imagine that you need to make a request of a coworker Is it an easy request to explain that could be accomplished with a brief phone chat? Or does it require a more complex explanation that would best be served by a well-organized written document? You must also consider the channel that will best allow the receiver to process the information you are communicating While a short chat may seem the quickest way to make your request to a coworker, it might have pitfalls The coworker may be busy at the time of an unexpected phone call and not have the ability to properly focus on your request while you are speaking Consequently, she may not understand what you are asking and either incorrectly fulfill your request, or need to keep contacting you with questions A written document, on the other hand, would allow your coworker to refer back to details of your request without asking for clarification So the selection of the communication medium has a great effect on whether or not your message is clearly communicated and correctly decoded by your receiver Diff: Type: ES Page Ref: AASCB: Written and oral communication 94) Consider the various barriers to communication, and discuss how they might play out in professional situations Answer: Physiological barriers arise from a receiver's physical state If you work with patients at a hospital, their physical states (confusion, dizziness, nausea, pain, etc.) might create barriers to communication These might be dealt with by speaking more slowly and clearly, repeating oneself, etc Language barriers can occur due to unfamiliarity with the jargon used in a particular business In law enforcement, numerical codes are often used to describe situations and infractions, so someone unfamiliar with this jargon might mix up the codes and have to ask for clarification In a professional setting where one company takes over another, there may be resentment on the part of employees when the new company imposes its policies and procedures Being sensitive to the psychological state of the employees and taking care not to phrase changes so that they sound like criticisms of the old ways will facilitate communication and probably compliance as well There are many other examples that can illustrate each of the communication barriers Diff: Type: ES Page Ref: 7-8 AASCB: Reflective thinking Copyright © 2017 Pearson Canada Inc 95) Why is it important to be aware of the different types of barriers to communication? Answer: There are many barriers to communication and they can occur at any point in the communication process The reason you should be familiar with them is not so that you can academically catalogue them as they occur or impress a colleague by pointing out what type of barrier resulted in a miscommunication You should be aware of them so that you can anticipate and avoid them as much as possible, and deal with them appropriately when they occur In some situations this is more obvious than others If, for example, you are communicating with someone who speaks another language, you will need an interpreter and should be very of and sensitive to communicating as clearly as possible Other barriers may be less obvious, like using idiomatic expressions that can be misunderstood Being aware of such expressions and avoiding them is a good idea Also, paying attention to the body language you are using can help avoid sending mixed messages If you say you're excited to be part of a new project team, but keep fidgeting during the meeting and looking at the clock, your body language is giving the opposite impression of your spoken words Diff: Type: ES Page Ref: 7-8 AASCB: Reflective thinking 96) Kaylin just graduated from college in June For the last three years she successfully ran a small business at her school Her business arranged for the delivery of personalized birthday cakes and other gifts to students in her school Since many of these students were from out of the province or even out of the country, this service provided a way for their family and friends back home to celebrate special occasions Kaylin used social media like Facebook and Twitter to remind potential customers of upcoming birthdays and other gift-giving occasions such as holidays or campus events (care packages for mid-term exams, picnic packs to celebrate the arrival of spring after a snowy winter, etc.) Describe some of the communication issues related to Kaylin's business Answer: For a small business such as hers, Kaylin would not be in a position to advertise her business in traditional media outlets, so she would need to communicate to her potential customers directly to let them know about her services She would have to communicate clearly what she was providing and what steps customers would need to take to order from her Social media like Facebook and Twitter would be useful tools, but some of her target audience (parents, grandparents, etc.) might not be familiar or comfortable with these means of communication In cases where the family and friends of the student were non-native English speakers, she might also face language barriers She would have to communicate clearly and carefully to avoid ambiguous language and semantic barriers She would have to be strategic, professional, and adaptable in her communications in order to be successful in this venture Diff: Type: ES Page Ref: 4-21 AASCB: Reflective thinking Copyright © 2017 Pearson Canada Inc 97) Olivia works in the main office at a public elementary school After only a week on the job, she has been asked to deal with a difficult situation The kindergarten teachers were finding that many of their students' parents were lingering in their classrooms past the start of the school day, consequently making the emotional transition harder for their children The parents were also crowding the limited physical space within the classrooms and hallways Olivia has been asked to draft a notice to be distributed to the kindergarteners' parents to try to rectify this problem Olivia believes this is a simple enough task and she writes the notice below Discuss her draft and how you might improve it Attention kindergarten parents: Do not remain in your children's classrooms for too long, as this is causing problems Answer: This notice is too blunt and too vague The parents are probably lingering because they are worried about their children starting school and want to stay and support them This message will likely suffer from a psychological barrier, as it fails to take their emotional state into account Wording the message more gently and explaining that this request is aimed at making things better for their children would likely make parents more willing to accept the message and comply with it A semantic barrier is also likely The message says parents are remaining for "too long," which is vague and still leaves it to parents to judge when they should leave To ensure that parents comply, the message should provide a specific instruction (leave immediately, may stay until 8:30 am, etc.) Another problem might be a language barrier Some parents might not be native English speakers, so translating the message into other languages might be wise The message should be strategic, professional, and adaptable It would be better to be audience-oriented, designed with parents' concerns and likely reactions in mind Putting it into the context of understanding the parents' motivation for lingering in the classroom, but explaining that this is actually making the children's transition more difficult, may persuade them to comply The notice should also be specific as to the behaviour the parents are expected to adopt Issuing a solution-oriented message would make it more likely for the audience to comply To be professional, Olivia should remember that this message is directed at parents, not students, so it shouldn't talk down to them or treat them as if they are children It should also be appropriate to the situation The original is vaguely accusatory, blaming the audience It is not clear whether the parents have already been told that their behaviour is problematic, so expecting them to follow a rule that they may not know and chastising them for it will likely anger the audience To be adaptable, the message should be available in English and any other language spoken by the school community It should be available as a flyer handed out to parents, and also as a posting on the school website, an email to the kindergarten parents, etc Diff: Type: ES Page Ref: 4-21 AASCB: Application of knowledge Copyright © 2017 Pearson Canada Inc 98) You are organizing a charity event in which local high school students will participate in a two-day tennis tournament to raise funds for the renovation of the community tennis courts This will involve communicating with students, their parents, school administrators, coaches, local businesses, and the general public Discuss some of the communication tasks and challenges you will face in organizing this event Answer: To organize this event you will need to communicate with coaches to find students willing to compete and then contact the students to see if they are interested in participating Since they are high school students you will also need to communicate with their parents and perhaps school administrators to obtain their permission To run any event you need financial resources, so you will need to communicate with local businesses and convince them to donate their goods, services, and dollars to sponsor your event One of the biggest challenges will be dealing with multiple audiences While all are involved in the same event, student players, parents, coaches, school administrators, and local businesses will have varying concerns and viewpoints When trying to secure funding from local sponsors, for example, you will want to emphasize the benefits to them, including advertising and branding opportunities Yet emphasizing the commercial aspect of the event would not be useful with players, parents, coaches, or school administrators You will need to use your reading and listening skills to gain insights into the particular concerns of each audience and craft your messages with these in mind In some cases, a message may address multiple groups and you will have to juggle and balance the concerns of the various segments of your audience In all your communication you will need to avoid barriers In this case, most likely semantic and language barriers You will also need to promote your event and sell tickets to the general public Using the various forms of technology and social media available can be a big help to you in this regard Diff: Type: ES Page Ref: 7-19 AASCB: Application of knowledge 99) You have an interview for an internship that you really want Discuss the ways in which you can display professionalism in this situation Answer: Your actions, attire, body language, tone of voice, and attention to accuracy in written documents are all ways to express professionalism Do some research to prepare for the interview This will show the organization that your interest is serious and you are motivated to prove it Express appreciation for the interviewer's time in meeting with you Wear clothing that is appropriate to the situation, possibly a conservative outfit like a suit (depending on the nature of the business) During the interview, pay attention to your body language Make eye contact and sit up straight and attentively in your chair Try not to glance at your watch, as it will appear that you are bored or anxious to leave After you have left the interview it is good etiquette to send a thank you message Be sure to spell check and proofread it to show that you are serious about your interest in this internship Diff: Type: ES Page Ref: 13 AASCB: Application of knowledge Copyright © 2017 Pearson Canada Inc 100) Describe the "headline test" in the context of professional business communication Answer: When you are facing an ethical challenge you can use the "headline test" to assess your proposed course of action Sum up your actions as the headline of a newspaper article and imagine how reading it would make you feel If the headline makes you feel uncomfortable or guilty about your actions, this is a sign that you have probably acted against your own ethical principles Diff: Type: ES Page Ref: 13 AASCB: Application of knowledge Copyright © 2017 Pearson Canada Inc ... sufficient communication skills as they pass through school? A) Business communication is complex, even for dedicated students B) Most schools don't offer any business communication courses C) Business. .. Written and oral communication Kaylin just graduated from college in June For the last three years she successfully ran a small business at her school Her business arranged for the delivery of... experience with many types of business communication D) place little value on a hobby that did not lead to many valuable skills E) impress upon Kaylin that real business communication will be very